22) When should you use a routine request format?

A) When using a demanding tone to ensure compliance

B) When assuming that your audience will comply

C) When spelling out exactly what you want

D) When first offering a justification for the request

E) When beginning with the phrase "thank you in advance"

27) Which of the following is not one of the five goals when delivering bad news?

A) To bring new customers to your business

B) To convey the bad news

C) To maintain as much goodwill as possible

D) To maintain a good image for the organization

E) To eliminate the need for future correspondence on the matte